Team Lead, Account Lifecycle

BUILD SOMETHING PEOPLE LOVE

Wealthsimple is Canada’s leading financial innovator. The company offers a full suite of simple, sophisticated financial products across managed investing, do-it-yourself trading, cryptocurrency, tax filing, spending and saving. Wealthsimple currently serves more than 4 million Canadians and holds over $155 billion in assets under administration. The company was founded in 2014 by a team of financial experts and technology entrepreneurs, and is headquartered in Toronto, Canada.

We're proud of what we've built — and we're just getting started. Read our Culture Manual https://www.wealthsimple.com/en-ca/culture and learn more about how we work https://www.wealthsimple.com/en-ca/careers.

ABOUT THE TEAM

Our Accounts Lifecycle team works closely with every part of Wealthsimple, learning the intricacies of how we build products, manage clients' money, and most importantly keep clients happy through direct engagement. At Wealthsimple, we are maker-owners, we believe that simple is better, and we do what's right for each client.

IN THIS ROLE, YOU'LL:

• Lead and manage a team of Operations Associates and Senior Associates by establishing clear performance standards and expectations, while providing ongoing coaching and structured guidance to support both current role excellence and career advancement.

• Empower direct reports to go beyond day-to-day ticket processing by actively engaging them in cross-functional projects and strategic initiatives that drive meaningful impact across the team and the broader organization.

• Monitor team performance metrics and leading indicators to ensure adherence to internal SLAs and other key benchmarks. Conduct independent root cause analyses in response to significant performance variances and develop scalable, solutions-oriented mitigation strategies.

• Deliver timely and constructive performance evaluations for Associates and Senior Associates, develop and facilitate individualized employee development plans, and execute delegated work assignments with a high degree of quality and accountability.

• Maintain hands-on involvement in ticket processing to develop and sustain a deep understanding of internal workflows. Leverage this knowledge to manage client escalations effectively by engaging the appropriate stakeholders or driving independent resolution of complex issues.

• Demonstrate proficiency in SQL and leverage data visualization tools to build and maintain dashboards that track project progress, surface key insights, and support data-driven decision-making.

• Identify and champion opportunities for process optimization and operational improvement within your area of ownership, contributing to a culture of continuous improvement.

• Have ability to update processes regularly based on the improvements being made and based on the regulatory requirements for each process.

CORE CAPABILITIES

• Coaching - You have great people skills and know how to give and receive feedback. You tailor your approach and make those around you better!

• Attention to Detail - You sweat the details. You know what top tier performance looks like because you have been a top tier performer and you know how to find the details that help your colleagues take performance to the next level.

• Proactive & assertive - You spot opportunities before they become problematic. This can be team KPIs, individual performance, or escalations. When you spot an opportunity, you jump on it.

• Communication - You understand that in this role you will need to work directly with the team manager to help communicate the team's strategy and tactics. This involves pulling information from management, synthesizing this information, and then delivering it to help motivate and inspire the team. You will also need to know how to pull up information from the team and communicate this information to your manager to influence strategy and tactics.

• Results Driven - Wealthsimple is a data driven organization and you feel comfortable using and manipulating data to drive insights that help drive tangible team results.

• Stakeholder Management - You are skilled at navigating relationships across teams and levels of the organization. You know when and how to engage the right people to drive alignment, resolve escalations, and move initiatives forward.

• Problem Solving & Root Cause Analysis - You approach challenges with a structured, analytical mindset. When performance dips or issues arise, you are able to independently investigate, identify root causes, and develop thoughtful, scalable solutions rather than quick fixes.

• Project & Initiative Ownership - You are comfortable owning and driving initiatives end-to-end. You manage competing priorities with clarity and follow through on commitments with a high degree of accountability.

REQUIREMENTS

• Minimum 2-3 years operations work experience, and at least 1 year leading a team

• Have a proven track record of success (can be backed up with measurable results)

• Have a Bachelor’s or Master's degree in Finance, Economics, Accounting or related field

NICE-TO-HAVES

• Having in-depth knowledge of the banking and finance industry is highly desirable

• Have knowledge of regulatory bodies and how other financial institutions operates to comply with the different regulations from different bodies (CIRO, FINTRAC, etc)

• Have Automation experiences - ability to understand and build your own automations from scratch

WHY WEALTHSIMPLE?

🌸 Top-tier health benefits and life insurance

📈 Long-term group savings with employer match, through Wealthsimple for Business

🌴 20 vacation days, 4 wellness days, and unlimited sick and mental health days per year

✈️ 90 days away: work outside Canada for up to 90 days per year

👥 Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS

🌎 We are a hybrid team with over 1,500 employees across North America. The people are one of the best parts of working here: you'll collaborate with incredibly talented, curious, and driven teammates who are deeply committed to doing great work.

ICYMI

Technology & Innovation at Wealthsimple: We move quickly and build thoughtfully. That means we're always looking for better ways to work — whether that's new tools, AI, or rethinking how we approach a problem. We don't expect you to have all the answers, but we do expect curiosity and a willingness to evolve alongside the products we're building.

Inclusion Statement: We're building products for a diverse world, and we need a diverse team to do it well. We strongly encourage applications from everyone, regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

Accessibility Statement: We're committed to an accessible hiring experience. If you need any accommodations throughout the interview process, please let us know — we'll work with you to make sure you have what you need. We also welcome any feedback on how we can better accommodate candidates with accessibility needs.

AI in Hiring: We may use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our team but don't replace human judgment – all final hiring decisions are made by people. If you have questions about how your data is used, reach out to us.